Product Manager - Customer Support Product team

Brookwood Recruitment Ltd; Amsterdam; Hybrid; EUR 122,744 - 174,817; Full time

Job summary

A global recruitment agency is seeking a Product Manager for the Customer Support Product team in Amsterdam. This role involves driving product vision and strategy while managing cross-functional teams to enhance customer service experiences. Candidates should have experience in leading diverse teams and executing data-driven roadmaps. The position is office-based for 2-3 days a week. Excellent communication and stakeholder management skills are essential.

Qualifications

• Past experience in leading cross-functional product teams including engineering, design, and analytics.
• Proven ability to drive customer-centric product strategies.
• Experience in owning and executing on multi-quarter product roadmaps.

Responsibilities

• Own use-case agnostic capabilities around channels, case management and process flows.
• Understand the needs of travellers and build products that deliver incremental value.
• Develop product vision, strategy and a 1-2 year roadmap informed by customer insight.

Skills

Leading cross-functional product teams

Customer-centric product strategies

Driving product roadmaps

Stakeholder management

Communication skills

Managing distributed teams

Job description

Product Manager – Customer Support Product Team

We are supporting a global organisation.

• 3 months initially
• 40 Hours per week
• Up to 108 EUR per hour (VAT paid on top)
• Requires 2‑3 days per week in the Amsterdam office

The opening is for a product manager in the Customer Support Product team.

In this role, you would be building products that help our travellers and partners receive efficient and delightful customer service from virtual and, when needed, human agents. The role covers building products – contact channels, case management, data products and workflow products – ensuring a personalised suite of channels to contact CS, an enhanced agent experience and operational agility to deliver the best experiences and business value. The team works closely with other product teams building efficient processes for agents to support our customers and using AI to deliver ever better and efficient services.

1. Own use‑case agnostic capabilities around channels, case management and process flows that can be used by multiple product teams to achieve their specific use cases.
2. Understand the needs of travellers, partners, global operations teams and other product teams and build products that continually deliver incremental value to them.
3. Develop product vision, strategy, and a 1‑2 year roadmap for your specific area, informed by customer insight, data, and stakeholder needs.
4. Partner with engineering managers and technical leads to make informed trade‑off decisions, optimise solution architecture, and ensure high availability, scalability and compliance.
5. Work with 3rd‑party vendors to decide on using out‑of‑the‑box capabilities versus building custom solutions while enhancing internal knowledge of vendor capabilities through training and certifications as needed.
6. Define, track and communicate key success metrics; use data to drive decisions and experimentation.
7. Establish strong data models that help the analytics team gain operational insights in near real‑time.
8. Establish monitoring for quality and reliability of services and ensure they meet strict service level objectives to guarantee a great experience for our customers and agents.
9. Collaborate with company‑wide AI teams to deliver stronger results more quickly.

Your role would include crafting the strategy, roadmap and measures of success for your product(s) and leading a passionate team of developers and data experts towards delivering an ever‑better customer service every day. It also involves collaboration with stakeholders across CS product and analytics teams, privacy and data security teams and operations teams. This is an individual contributor role, so you will not be responsible for managing people.

Role Qualifications and Requirements

• Past experience in leading cross‑functional product teams (engineering, design, analytics, and business stakeholders).
• Proven ability to drive customer‑centric product strategies.
• Experience in owning and executing on multi‑quarter product roadmaps, leveraging customer insights and data to define product objectives.
• Experience managing diverse stakeholders, with very good verbal and written communication skills.
• Experience working with globally distributed teams and 3rd‑party vendors.
• Preferably, experience leading large‑scale technical products.